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ISO 20000 - IT Service Management

ISO 20000 takes a comprehensive approach to IT service management and defines a set of processes needed to deliver effective service.

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What is the ISO 20000 standard? 

ISO 20000-1 was established by the International Organization for Standardization (ISO), and is a globally accepted IT service management system standard.  

The standard draws on and is well supported by other public documents including the sister standard ISO/IEC 20000-2. ISO 20000 takes a comprehensive approach to IT service management and defines a set of processes needed to deliver effective service. These range from core processes related to configuration management and change management to processes covering incident and problem management. The standard adopts a process approach for establishing, implementing, operating, monitoring, reviewing, maintaining, and improving an organization’s IT service management system. 

Alignment with other management system standards 

ISO 20000 is aligned with other management systems standards such as ISO 9001 and ISO 27001. This supports consistent and straightforward implementation and operation where integrated systems are needed. The result is:

  • Emphasis on continual process improvement of your IT service management system.
  • Clarification of minimum requirements for plans, documentation and records.
  • Effective use of the using a Plan, Do, Check, Act (PDCA) process model.

How can we help you? 

For third party certification, you need to implement an effective IT service management system complying with the requirements of the standard. We are an accredited third party certification body and provide relevant training and certification services. ​